Seller said it's ok to do chargeback!

TizerBunny

I've only ever been 50/50 if chargeback would work. However a weird thing happened in Live Chat. We were both being super polite and I dare say annoying each other. Item was faulty and we couldn't agree who'd pay return postage. At the end they said "It's ok if you want to submit chargeback to your bank". Now I don't know if my Credit Card company or Mastercard will care they said that but it feels like something they shouldn't have said. Does anyone have any thoughts on the matter?

I have submitted the chargeback now so we'll see what happens.

MorningcoffeeIV

It was a way for them to end the chat.

It may work, but it depends on the circumstances.

TizerBunny

MorningcoffeeIV said:

It was a way for them to end the chat.

It may work, but it depends on the circumstances.

Yeah it felt like that, I do feel somewhat bad she could get into trouble for saying it but maybe it makes no odds either way.

Nebulous2

I might be missing something, but chargeback doesn't solve the issue about postage? 

You'll still have to return the item. 

TizerBunny

Nebulous2 said:

I might be missing something, but chargeback doesn't solve the issue about postage? 

You'll still have to return the item. 

Agreed but I didn't want to pay return postage. They have a number of reviews on Trustpilot saying folks send item back never to get refund. Bad enough I'm out cost of item, I didn't want to lose more on postage. It's possible I've played it wrong but we'll see.

born_again

TizerBunny said:

I've only ever been 50/50 if chargeback would work. However a weird thing happened in Live Chat. We were both being super polite and I dare say annoying each other. Item was faulty and we couldn't agree who'd pay return postage. At the end they said "It's ok if you want to submit chargeback to your bank". Now I don't know if my Credit Card company or Mastercard will care they said that but it feels like something they shouldn't have said. Does anyone have any thoughts on the matter?

I have submitted the chargeback now so we'll see what happens.

Look at it this way. If they are not happy to pay return postage. Do you think they will not contest chargeback on the basis you have not sent the faulty item back?

As losing chargeback, means they lose the amount you paid for the item.

Also as far as Visa goes. Item has to be faulty from when you received. Not devolved a fault & proof that retailer would not take it back

DullGreyGuy

TizerBunny said:

MorningcoffeeIV said:

It was a way for them to end the chat.

It may work, but it depends on the circumstances.

Yeah it felt like that, I do feel somewhat bad she could get into trouble for saying it but maybe it makes no odds either way.

She wont get in trouble but neither will she be the one that responds to the chargeback.

As said, it doesnt resolve the underlying issue even if you win as banks cannot rescind contracts nor change ownership of goods and so, if the retailer wants, then you are still in a position of having something you dont own which you either have to pay for or return as you'll now be in breach of contract.

TizerBunny

I could be wrong but I thought there was Statutory Rights or the Consumer Right Act that said if a product develops a fault within 6 months Merchant has to pay return shipping. Either way they kept changing their mind about what carrier I should use, if and when they contest it, at least they'll be locked into an argument instead of coming up with new excuses.

grumbler

Send it back with the carrier you want.

Submit s75 claim for the full amount.

Use the chat transcript as a proof of seller's position.

DullGreyGuy

TizerBunny said:

I could be wrong but I thought there was Statutory Rights or the Consumer Right Act that said if a product develops a fault within 6 months Merchant has to pay return shipping. Either way they kept changing their mind about what carrier I should use, if and when they contest it, at least they'll be locked into an argument instead of coming up with new excuses.

If the item is faulty then ultimately they must bare the cost of the return... the law doesnt say they have to pay it up front and they have the right to inspect the item to validate its faulty. Many retailers pay for the return up front but things then obviously get difficult if the item turns up and its clear the customer has dropped it or such 

born_again

grumbler said:

Send it back with the carrier you want.

Submit s75 claim for the full amount.

Use the chat transcript as a proof of seller's position.

Which would be great. Except no amounts have been mentioned.

We also have the issue that OP has not mentioned when item was purchased & when fault developed. There is also the point that if retailer does not contest chargeback, & Op has not returned item. Retailer can take OP to court for the cost of the item.